Opinion: Surrey's mayor needs to stop blocking people on Twitter

Written for Daily Hive by Rachel Thexton, president of Thexton PR.

I get it. There are a lot of social media users, especially on Twitter, who seem to go online only to disagree with everyone, criticize ideas and opinions, and make the social media space a negative and unproductive community for discussing issues.

This is unfortunate, and given the variety of personalities online, our mental health crisis, and the divisions that we are experiencing post-pandemic, I do not expect this to change soon.

Blocking someone on social media, meaning that a user cannot see your content and that you cannot engage with them, is a personal choice and one that may be best for your mental health. That said, as a public figure hired to lead a municipality, or as someone who holds decision-making power regarding issues that impact the community, the option to block someone online must be used with caution.

Recently, Surrey Mayor Brenda Locke, the leader of Metro Vancouver’s second largest municipality, drew attention for blocking the Surrey Police Union on Twitter, a group she is publicly disagreeing with when it comes to how the City of Surrey is policed, and by whom.

I'm glad we could have this transparent conversation. pic.twitter.com/VBCe37YALv

— Surrey Police Union (@surreypolunion) July 11, 2023

With two Twitter accounts and fewer than 4,000 followers on the platform, Locke needs followers to engage with via her online communities, but more importantly, disagreeing with someone, and having them voice their disagreements with you, even repeatedly, is not an appropriate reason for a public figure, such as a mayor, to block a user.

Former Vancouver Mayor Kennedy Stewart also faced criticism for blocking those who voiced disagreement with his politics online, including the editor-in-chief of a digital news website, as well as popular morning radio host, Drex.

There are appropriate reasons for public figures to block users online including harassment, bullying, foul language, and even one threat merits a block.

There is a Canadian precedent on this issue, citing a decision from the City of Peterborough that found elected officials’ Twitter accounts to be personal. It says: “Actions of a government official are subject to the Charter only when the official acts on behalf of the government, and not in a personal capacity.”

The challenge is that often, the elected official is speaking about civic and other political issues online and speaking as a member of government versus as a regular citizen, describing their trip to a festival that weekend, for example.

Blocking a public figure online is legal but it’s less about what is legal and more about why it’s done and if the leader is being fair in their engagement process with the diverse opinions of the public that they govern and serve.

I develop social media strategies for clients where often, the company is not accountable to the public in the same way as a political figure, but I still advise them not to erase comments or block users unless they experience the incidents described above.

It’s vital for a company, and especially a political figure, to recognize that they manage issues that affect a large and diverse population, and that engagement is key, even when it’s uncomfortable.

Blocking a user because they disagree with you, even repeatedly, indicates that you do not respect the different opinions of the people that you help to govern and that you choose to silence them. Often, simply leaving the conversation, if it’s not developing into a productive dialogue, is better than blocking. Sometimes, it’s impossible to please someone, and in that case, maybe it’s best to cease engagement.

Here are guidelines I recommend to clients regarding social media disputes. This is especially relevant to political figures.

Have a social media policy that states when a user will be blocked and why

There are times, as I mention above, when online behaviour crosses a line and blocking is appropriate. Having a social media policy prepared is vital as it can be on your website and referenced when someone is blocked online. This shows that it’s not personal but instead based on a set of fair communications standards that you have set in place with consideration.

Recognize when to take the conversation offline and when to leave the dialogue completely

If a user voices an opinion against your actions or words, try to respond with facts and information that you and your communications advisor determine are fair. If the individual still does not engage fairly, invite them to speak via email, or if the issue is serious, in person. If the individual does not want this, it’s clear that they are more interested in slandering you online vs solving the issue or learning more about it. At that point, it’s time to leave the conversation as it’s not likely to advance productively. Your communications advisor can help you on a case-by-case basis so that emotions don’t cloud your judgment. It can be hurtful when someone voices a strong disagreement with your opinions!

Be cautious regarding what you say online

As a public figure, or leader of an organization, a diverse group of stakeholders is watching. It’s best to be transparent, factual, and authentic but to also ensure that you’re using language that is kind, fair, and balanced, as you should lead by example. Combative or provoking language and statements will cause problems and provoke disputes.

Recognize when it is time to block a social media user

It is not okay to harass, threaten or use foul language against anyone online, whether a public figure or another. These actions merit a block. It’s also appropriate to block someone if their online conversations are combined with inappropriate actions offline such as stalking, sending harassing emails, or other inappropriate behaviours.

The goal is to be transparent and to engage with individuals who have various opinions, some which do not align with yours. The person may even criticize your actions or opinions, but if done without inappropriate behaviours, this uncomfortable reality is a part of public service and leadership. Preparing guidelines and policies with professional communications support is key.